Complaints

1. Procedure for Submitting Complaints Against TradeMatchUK Members

At TradeMatchUK, we take complaints regarding our members very seriously. We are committed to listening to your concerns, documenting the details, and taking appropriate action as necessary.

2. Reporting Complaints

Please report any complaints as soon as reasonably possible, and no later than 12 months after the incident occurred. Please note that we can only address complaints concerning members of TradeMatchUK.

We encourage you to first contact the business in question and follow their internal complaints procedure. If this is not feasible or does not satisfactorily resolve the issue, please reach out to us at:

📧 Email: customercare@tradematchuk.co.uk

If you would like us to assist, we can contact the business on your behalf to inquire about the situation and their intended course of action.

3. Our Commitment

In handling complaints, we will:

• Listen to both parties involved
• Strive to maintain impartiality and fairness throughout the dispute resolution process
• Encourage both parties to work towards a resolution
• Facilitate communication between both parties
• Review the membership status of businesses that fail to address complaints fairly and in accordance with UK law

4. Limitations of Our Role

Please be aware that we are unable to:

• Resolve disputes or make decisions on behalf of individuals or businesses
• Render judgments or award compensation to any individual or business

5. If a Dispute Remains Unresolved

If a dispute cannot be resolved through initial discussions, we recommend the following steps:

5.1 Formal Communication

Write to the business, outlining the details of the incident and the desired resolution. This communication should be concise and focus solely on relevant matters.

This step is intended to open a dialogue, allowing both parties to present their perspectives and proposed solutions.

5.2 Escalation Options

If an agreement cannot be reached, or if one party is unwilling to participate, you may need to escalate your complaint:

• Alternative Dispute Resolution (ADR): A list of approved ADR providers can be found at Trading Standards ADR Approved Bodies.
• County Court Claim: Visit GOV.UK - Make a Court Claim for Money for more information.

Both parties must mutually agree to participate in ADR and select a provider. If you consider pursuing legal action, it is essential to demonstrate efforts to resolve the dispute beforehand. The court may suggest ADR as a step before legal proceedings.

Please note: Both ADR and court processes may incur costs.

6. Helpful Contacts

For legal advice and complaint support, contact the Citizens Advice Consumer Service at 03454 04 05 06 or visit their web chat service.

7. Important Note

TradeMatchUK serves as a platform to help users find local tradespeople. We do not accept responsibility for any work performed by our members.